Unit 3 - Quality Management

True or False. According to Dr. W. Edwards Deming, in a manufacturing environment, quality improves when management establishes very specific work quotas.

False

Awesome Pizza uses an internally oriented definition of quality. Which question is most relevant to an Awesome Pizza manager when conducting a monthly quality assessment? How many pizzas are delivered on time? What time of day do most pizza orders occur? Which pizza toppings were most requested? Which pizza deals are most popular?

How many pizzas are delivered on time?

When customers place product orders at BlueShoes.com, the retailer's computer system requires customers to enter their e-mail addresses twice. If the two addresses match, then a customer is allowed to proceed to the next screen. What cost of quality does this example illustrate? Prevention cost External failure cost Appraisal cost Internal failure cost

Prevention cost

True or false. If quality is defined from an external perspective, then a company focuses on identifying and meeting customers' needs.

True

Executives at AXI Electronics have implemented a new quality management effort based on the philosophy of Genichi Taguchi. The company is building a manufacturing facility and hiring hundreds of workers to build a new tablet. Which of the following best illustrates the philosophy of Taguchi? Providing extensive on-the-job training to new employees to improve the quality of AXI tablets. Using production equipment that eliminates variations in the quality of AXI tablets caused by employee errors. Implementing procedures for inspecting and testing AXI tablets to reduce both internal and external costs. Developing quality circles that consist of managers and line workers to improve the quality of AXI tablets.

Using production equipment that eliminates variations in the quality of AXI tablets caused by employee errors.

A company with an internal orientation towards quality primarily focuses on ________. customer needs product characteristics consumer demands market expectations

product characteristics

In his book Quality is Free, Philip Crosby primarily asserts that firms can save money by ________. implementing robust design assessing fitness for use increasing prevention costs reducing failure costs

reducing failure costs

Managers at Johnson Computers want to understand the expectations that customers have about their products. What is the first step the firm should take to accomplish this goal? Asking customers what they want in a product Testing new product ideas on customers Manufacturing quality products for customers Determining the most effective product supply chain

Asking customers what they want in a product

During a routine physical exam, Dr. Dodd politely answers Mark's questions about heart disease. Dr. Dodd discusses the benefits of exercise and a healthy diet as well as medications that are available to prevent heart disease. Dr. Dodd seems confident and knowledgeable. Which service quality dimension does this example best illustrate? Assurance Empathy Conformance Reliability

Assurance

If a firm measures quality from an external orientation, which of the following is most relevant? Product specifications Customer needs Corporate values Proper procedures

Customer needs

Dr. W. Edwards Deming developed 14 points for the transformation of management. Which of the following is one of Deming's points? Eliminate costly employee education programs Eliminate management by numbers and management by objective Establish regular quality inspections Award supplier contracts based solely on input costs

Eliminate management by numbers and management by objective

True or False. According to Genichi Taguchi, high levels of quality are achieved when a company closely inspects products after they are manufactured and before they are sold to customers.

False

True or False. Joseph Juran asserted that quality is based on four components: quality improvement, quality control, quality planning, and quality circles.

False

Which of the following is primarily attributed to Joseph Juran? Developing a "fishbone" diagram to identify quality Emphasizing the need to design quality into products Stressing that quality requires the elimination of all errors Focusing on customers by describing quality as "fitness for use"

Focusing on customers by describing quality as "fitness for use"

Benson Manufacturing defines quality from an external perspective. In order to create a quality product, what should Benson do first? Establish product specifications Implement quality function deployment Identify customer expectations Develop unique product attributes

Identify customer expectations

Which statement best explains why companies should probe customers about their product needs? Most customers are interested in keeping product prices low. Most customers understand the value-creation chain of products. Many customers are highly loyal to name-brand products. Many customers have unspoken product expectations and desires.

Many customers have unspoken product expectations and desires.

A sports apparel company promotes the brand image of its products through mass market commercials, team sponsorships, and social media campaigns. On which dimension of product quality is the company focusing? Conformance Perceived quality Serviceability Aesthetics

Perceived quality

Managers at Taylor Tool Company are using the philosophy of Dr. W. Edwards Deming to improve product quality. As part of the firm's efforts, which of the following actions will most likely be implemented? Developing an annual rating system for workers Providing on-the-job training to new employees Developing a management by objective program Establishing numerical goals for employees

Providing on-the-job training to new employees

After conducting customer surveys, managers at the national hotel chain, Holiday Hotels, determine that the company needs to improve its service quality, primarily in the area of responsiveness. Which of the following would most likely help the company achieve this goal? Offering discounts for online reservations Providing room service orders quickly Answering customer questions politely Updating the appearance of the lobby

Providing room service orders quickly

Which statement best summarizes a key aspect of Taguchi's philosophy about quality? On-the-job training can increase overall product quality. The formation of quality circles can reduce internal failure costs. Quality variations can be eliminated through robust design. Quality can improve when a firm considers fitness for use.

Quality variations can be eliminated through robust design.

What advice about quality control would Philip Crosby most likely give to a manufacturing firm? Eliminate quality variations by investing in product design Enhance productivity by eliminating department barriers Improve work standards by providing effective leadership Reduce failure costs by making products correctly the first time

Reduce failure costs by making products correctly the first time

True or False. According to Philip Crosby, most firms underestimate their failure costs and would benefit from evaluating all costs of quality.

True

True or False. An auto mechanic who correctly repairs a customer's transmission illustrates the service quality dimension of reliability.

True

True or False. Understanding how customers use products and services helps companies to develop new technologies that improve and achieve external quality.

True

After comparing different sedans, Tanya purchases a Toyota Camry instead of a Honda Accord because she prefers the appearance of the Camry. Tanya makes her decision based on the __________dimension of quality. aesthetics features

aesthetics

Product characteristics and attributes are the basis for measuring quality if a company has an -_______________oriented definition of quality. internally externally

internally

According to Joseph Juran, _________________are primarily responsible for ensuring that a company manufactures quality products. managers workers

managers

Which aspect of a Hyundai Sonata best illustrates the reliability dimension of product quality? 185-hp engine LED interior lights Side-impact airbags 10-year powertrain warranty

10-year powertrain warranty

Which of the following is an example of an internal failure cost? A bank providing on-the-job training to new employees A restaurant discarding spoiled dairy products An electronics company repairing a TV under warranty A hotel chain distributing customer satisfaction surveys

A restaurant discarding spoiled dairy products

_______________are incurred when a company evaluates customer satisfaction. External failure costs Internal failure costs Prevention costs Appraisal costs

Appraisal costs